Cloud Software Services for Schools

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1 Cloud Software Services for Schools Supplier self-certification statements with service and support commitments Please insert supplier details below Supplier name Address Contact name Contact Contact telephone Redstor Ltd Redstor Ltd St James' Wharf Kings Road Reading Berkshire RG1 3DD Please contact our Education Team via , telephone, or from our website https://www.redstor.com Page 1 of 30

2 Contents 1. Supplier Commitments Using the Supplier Responses Supplier Response - Overarching Legal Requirements Supplier Response - Data Processing Obligations Supplier Response - Data Confidentiality Supplier Response - Data Integrity Supplier Response - Service Availability Supplier Response - Transfers beyond the EEA Supplier Response - Use of Advertising Page 2 of 30

3 Introduction When entering into an agreement with a cloud service provider, every school/data controller has to be satisfied that the relevant service provider is carrying out its data processing as per their requirements (ensuring compliance with the Data Protection Act (DPA) by the data controller and also the data processor by default). It is the responsibility of every school to ensure compliance with the DPA. This document is meant to act as an aid to that decision-making process by presenting some key questions and answers that should be sought from any potential cloud service provider. The questions answered in sections 3 to 9 below will give a good indication as to the quality of a service provider s data handling processes, although schools will still need to make their own judgement as to whether any provider fully meets DPA requirements. The school/data controller should communicate its particular data handling requirements to the cloud provider (and each school could be different in its interpretation of what measures, procedures or policy best meet their DPA requirements), and confirm these by way of contract. The best way to set that out is to also put in place a data processing agreement with your chosen provider. The principles of the DPA are summarised by the Information Commissioner s Office at: 1. Supplier commitments In order that schools can be confident regarding the accuracy of the selfcertification statements made in respect of the Redstor cloud service, the supplier confirms: Page 3 of 30

4 that their self-certification responses have been fully and accurately completed by a person or persons who are competent in the relevant fields that their self-certification responses have been independently verified for completeness and accuracy by Gareth Dyson who is a senior company official that they will update their self-certification responses promptly when changes to the service or its terms and conditions would result in their existing compliance statement no longer being accurate or complete that they will provide any additional information or clarification sought as part of the self-certification process that if at any time, the Department is of the view that any element or elements of a cloud service provider s self-certification responses require independent verification, they will agree to that independent verification, supply all necessary clarification requested, meet the associated verification costs, or withdraw their self-certification submission. 2. Using the Supplier Responses When reviewing supplier responses and statements, schools will also wish to consider aspects of data security beyond the supplier-related issues raised in the questions. These include: how the school chooses to use the provided cloud service the nature, types and sensitivity of data the school chooses to place in the cloud service the extent to which the school adapts its own policies (such as acceptable use, homeworking, Bring Your Own Device (BYOD) and staff training to ensure that the way staff and students use the service is consistent with DPA guidance. Please refer to the Information Commissioner s Office (ICO) BYOD guidance: yod the wider policies and practices the school has in place to ensure that the use of cloud services by their staff and students remains DPA compliant, the use of robust, strong, frequently changed authentication passwords and encryption keys, policies on BYOD / homeworking / acceptable use Page 4 of 30

5 to ensure that school data is accessed securely when either on or off the premises The security of the infrastructure that the school uses to access the supplier s cloud service including network and endpoint security. The purpose of this particular document is to focus upon some key areas that schools should consider when moving services to cloud providers. Although it is designed to cover the most important aspects of data security, the checklist should not be viewed as a comprehensive guide to the DPA. The self-certification checklist consists of a range of questions each of which comprises three elements: o the checklist question o the checklist self-certification response colour o the evidence the supplier will use to indicate the basis for their response For ease of reference, the supplier responses have been categorised as follows: Where a supplier is able to confirm that their service fully meets the issue identified in a specific checklist question (in a manner compliant with the obligations of the Data Protection Act where relevant), the appropriate self-certification colour for that question is GREEN. Where a supplier is not able to confirm that their service fully meets the issue identified in a specific checklist question (in a manner compliant with the obligations of the Data Protection Act where relevant), the appropriate self-certification colour for that question is AMBER. (It should be made clear that a single Amber response is not necessarily a negative, and that any associated clarification should also be considered). Where a supplier is able to confirm that a specific checklist question does not apply to their particular service the appropriate selfcertification code for that question is BLACK. There is space provided within the supplier response for links to relevant further information and clarification links. Page 5 of 30

6 Schools are invited to use the checklist to support their assessment of the extent to which the cloud services from a particular supplier meet their educational, technical and commercial needs in a DPA-compliant manner. Schools should make a decision on the selection of a supplier based on an overall assessment of the extent to which their product meets the needs of the school, the overall level of risk and the nature and extent of support available from the supplier. Page 6 of 30

7 3. Supplier Response - Overarching Legal Requirements Schools are required to ensure that all cloud services used enable them to meet their legal obligations under the DPA. To assist schools in that assessment, Redstor confirms the position to be as follows for its Backup, Centrastor, Centrastage and Safeguarding services, fuller details of which can be found at Question Q 3.1 Does your standard contract for the supply of cloud services to UK schools fully comply with the DPA? Supplier Response Code Response Statement with Supporting Evidence (where applicable) Yes Our contract explicitly states that both parties will fully comply with all provisions of the Data Protection act which may be applicable. Q 3.2 If your standard contract does not fully comply with the DPA, do you offer additional commitments to UK schools to help ensure such compliance? N/A - We are fully compliant Page 7 of 30

8 Q 3.3 Is your contract with UK customers enforceable both in the UK and in the country in which your company is registered? Q 3.4 Do your services ensure that schools are able to comply with their obligations with regard to the exercise of data subjects rights? Yes Redstor is a UK based and headquartered company. Our contracts with UK customers are enforceable in the UK. Yes as part of our service schools act as Data Controllers. They have sole access to the school s data and are able to comply with their obligations with regards to the exercise of data subjects rights. 4. Supplier Response - Data Processing Obligations The Data Protection Act (DPA) relates to personal data that is processed and is likely to be relevant to most of the operations that comprise a cloud computing service. This includes simple storage of data, the obtaining and handling of information, operations such as adaptation, organisation, retrieval and disclosure of data, through to erasure or destruction. Schools, as data controllers, have a responsibility to ensure that the processing of all personal data complies with the DPA and this includes any processing carried out on their behalf by a cloud service provider. To assist schools in understanding whether the cloud service being provided by Redstor is likely to comply with the DPA in relation to data processing, Redstor has responded as follows: Page 8 of 30

9 Question Q 4.1 Taking account of the UK Information Commissioner's Office (ICO) guidance on Data Controllers and Data Processors, when providing the service, do you act at any time as a data controller in respect of the data processed as part of this service? Supplier Response Code Response Statement with Supporting Evidence (where applicable) No - Redstor does not at any time act as a data controller. Q 4.2 Where you act as a data processor does your contract ensure that you will only act on the instructions of the data controller? Yes - our contract states Redstor only act as a Data controller and shall only process data in accordance with the Data Protection Act Q. 4.3 Does your contract document the security measures that you implement to enable a school to ensure compliance with the DPA's security obligations? Yes - our contract references for each Redstor service the specific security measures in place, which all meet or exceed the requirements of the Data Protection Act. Page 9 of 30

10 Q 4.4 Is the processing of personal data or metadata limited to that necessary to deliver [or improve] the service? Yes - customer data and metadata is only ever processed for the purposes of delivering the service. Q 4.5 Where your contract does not cover every aspect of data processing, are you prepared to enter into a separate dataprocessing agreement with your cloud services customer? N/A - Redstor s contract covers every aspect of data processing 5. Supplier Response - Data Confidentiality When choosing a cloud service provider, schools must select a data processor providing sufficient guarantees about the technical and organisational security measures governing the processing to be carried out, and must take reasonable steps to ensure compliance with those measures. The cloud customer should therefore review the guarantees of confidentiality that the cloud provider can commit to. To assist in understanding if the service being provided by Redstor is likely to comply with UK law in relation to data confidentiality Redstor has responded as follows: Page 10 of 30

11 Question Q 5.1 Do you prohibit personal data or metadata being shared across other services that you as a supplier do or may offer? Supplier Response Code Response Statement with Supporting Evidence (where applicable) Yes - all data on our services is encrypted, and only the customer has access to the encryption key. As such no data or metadata is shared across any of our services. Q 5.2 Do you prohibit personal data or metadata being shared with third parties? Yes - all data on our services is encrypted, and only the customer has access to the encryption key. As such no data or metadata is shared with any third parties. Q 5.3 Does your service have a robust authentication process in place to protect access to personal data and/or user accounts? Yes - our services require an encryption key to decrypt the data, which is encrypted as standard with AES-256 encryption. Only the customer has access to this encryption key. Q 5.4 Does your service have in place arrangements to assist schools in protecting access to personal data and/or user accounts? Yes - additional levels of security can be added, including additional passwords and in some cases twofactor authentication. Page 11 of 30

12 Q 5.5 Are appropriate controls in place to ensure only authorised staff have access to client/customer data? Yes - Redstor staff have no access to unencrypted client/customer data on our services. Customers set their encryption key on installation of the services and at no point to Redstor staff have access to this key. Questions 5.6 to 5.9 address the supplier approach to data encryption. The ICO guidance on encryption is as follows: There have been a number of reports recently of laptop computers, containing personal information which have been stolen from vehicles, dwellings or left in inappropriate places without being protected adequately. The Information Commissioner has formed the view that in future, where such losses occur and where encryption software has not been used to protect the data, regulatory action may be pursued. The ICO recommends that portable and mobile devices, including magnetic media, used to store and transmit personal information, the loss of which could cause damage or distress to individuals, should be protected using approved encryption software which is designed to guard against the compromise of information. Personal information which is stored, transmitted or processed in information, communication and technical infrastructures, should also be managed and protected in accordance with the organization s security policy and using best practice methodologies such as using the International Standard Further information can be found at https://www.getsafeonline.org/ There are a number of different commercial options available to protect stored information on mobile and static devices and in transmission, such as across the internet. Q 5.6 Does your cloud service insist that communications with access devices are Yes with a minimum of 128bit SSL Page 12 of 30

13 encrypted? Q 5.7 Does your cloud service ensure that data at rest is encrypted? Yes Data is encrypted at rest in our data centres with a standard AES-256 encryption, and a minimum of AES- 128 Q 5.8 Does your cloud service ensure that data in transit between your data centres is encrypted? Yes With a minimum of 128bit SSL Q 5.9 Does your cloud service ensure that traffic between your cloud service and other cloud service providers can be encrypted? Yes traffic from Redstor's Services to other cloud service providers are encrypted by default using TLS security Q 5.10 Does your service provide defined timescales in respect of data destruction and deletion both during the contract and at contract end? Yes During the contract, customers have the ability to define retention periods of their data within their management console. At the end of the contract customer data is automatically deleted 60 days after termination date, though customers have the ability to request this deletion earlier. Page 13 of 30

14 Q 5.11 Does your service ensure that you use a secure deletion and erasure process which encompasses all copies of client/customer data? Yes Q 5.12 Does your service provide a mechanism free of charge whereby users can access a complete and secure copy of their data? Yes Access to data is available 24/7 for restore/access by customers, without charge. 6. Supplier Response - Data Integrity Data integrity has been defined as the property that data is authentic and has not been maliciously or accidentally altered during processing, storage or transmission. To assist schools in understanding if the cloud service being provided by Redstor is likely to comply with the DPA in relation to data integrity Redstor has confirmed the position to be as follows: Question Supplier Response Code Response Statement with Supporting Evidence (where applicable) Page 14 of 30

15 Q 6.1 Do you allow a trusted independent third party to conduct regular detailed security audits of the physical, technical and organisational aspects of your service? Q 6.2 Where the above audits are conducted, do you make the findings available to current and/or prospective cloud customers? Yes Redstor have annual penetration or vulnerability testing which is performed by a trusted third-party. In addition to these audits, Redstor are ISO 9001 and ISO certified which involves regular internal and external audits. Yes This information can be requested via your Redstor Account Manager. In the interest of security, full copies of the report are not sent to customers in the standard course of business. Q 6.3 Does your service ensure that where such audits are carried out, they are conducted to best industry standards? Q 6.4 Are audit trails in place enabling users to monitor who is accessing their data? Yes All audits are carried out to industry standards, such as ISO 9001 and ISO Centrastor, Centrastage, and our Safeguarding service all have user access audit trails accessible to administrators. Our backup services are all encrypted and security settings stored locally to the end user, so that only those who hold the encryption key have access to the data. There are no audit trails built into the backup software to monitor individual data access events. Page 15 of 30

16 Q 6.5 Does your service ensure you could restore all customer data (without alteration) from a back-up if you suffered any data loss? Yes All customer data is replicated in full between our multiple data centres and resides on servers running RAID configurations so that each server has multiple redundant disks and multiple copies. Q 6.6 Does your service have a disaster recovery plan, and is information on this plan made available to current/prospective cloud service customers? Yes Redstor has full disaster recovery and business continuity plans in place which are tested on a regular basis. In the interest of security, full copies of the plans are not sent to customers, however details can be shared and discussed with your account manager. 7. Supplier Response - Service Availability Service availability means ensuring timely and reliable access to personal data. One threat to availability in the cloud which is often outside the responsibility of the cloud service provider is the accidental loss of network connectivity between the client and the provider of service. Data controllers should therefore check whether the cloud provider has adopted reasonable measures to cope with the risk of disruptions, such as backup internet network links, redundant storage and effective data backup mechanisms. To assist schools in understanding if the service being provided by a particular company is likely to comply with the DPA in relation to service availability Redstor has confirmed as follows: Page 16 of 30

17 Question Q 7.1 Can you confirm that you have sufficient capacity to ensure you can provide a resilient, reliable and accessible service at all times? Supplier Response Code Response Statement with Supporting Evidence (where applicable) Yes - We have sufficient capacity and via platform monitoring we review and increase this capacity on an ongoing basis, maintaining a substantial buffer. Due to the scalable nature of our platforms, capacity can be easily increased at minimal notice. Q 7.2 Does your service offer guaranteed service levels? Yes - Redstor s services offer financially backed service level agreements which are included in our contract. Q 7.3 Does your service provide remedies to customers in the event that service levels are not met? Yes - This is included within our contract. To date we have had no claims against our SLAs. 8. Supplier Response - Transfers beyond the European Economic Area (EEA) The eighth principal of the DPA permits the transfer of personal data beyond the EEA when adequate arrangements are in place to ensure rights and freedoms of data subjects in relation to the processing of personal data. The eighth principal of the DPA states: Page 17 of 30

18 Personal data shall not be transferred to any country or territory outside the European Economic Area (EEA) unless that country or territory ensures an adequate level of protection for the rights and freedoms of data subjects in relation to the processing of personal data Guidance on data transfers published by the ICO states: Cloud customers should ask a potential cloud provider for a list of countries where data is likely to be processed and for information relating to the safeguards in place there. The cloud provider should be able to explain when data will be transferred to these locations. The European Commission has approved four sets of standard contractual clauses (known as model clauses) as providing an adequate level of protection where data is transferred outside the EEA. If your service provider uses these model clauses in their entirety in their contract, you will not have to make your own assessment of adequacy. To assist schools in understanding where its data is likely to be held and if the cloud service being provided is likely to comply with the DPA in relation to permitted transfers of personal data beyond the EEA, Redstor has responded as follows: Question Q 8.1 In providing the service do you limit the transfer of personal data to countries within the EEA? Supplier Response Code Response Statement with Supporting Evidence (where applicable) Yes - Our data centres are exclusively located in the UK and customer data is never at rest outside of the UK. Page 18 of 30

19 Q 8.2 If you transfer data outside the EEA do you explain to schools when (and under what circumstances) data will be transferred to these locations? Not applicable. No data is held outside of England Q 8.3 If you transfer data outside the EEA does your standard contract include the unmodified EU approved model clauses in respect of such transfers? Not applicable, as above Q 8.4 If you transfer data outside the EEA, (and do not offer the unmodified EU approved "model clauses", can you confirm that the requirements of the DPA are met in respect of the need for adequate protection for the rights and freedoms of data subjects in connection with the cross-border transfer and processing of their personal data? Not applicable, as above Page 19 of 30

20 9. Supplier Response - Use of Advertising Recognising the particularly sensitive nature of the data likely to be processed in a cloud service aimed at schools, there is particular concern in relation to the use of advertising and the extent of data mining which providers of cloudbased services may adopt in relation to user data. To assist schools in understanding if the cloud service provided by a particular company will involve serving advertisements or engaging in advertisement-related data mining or advertisement-related profiling activities, suppliers will be asked to indicate in respect of services to pupil and staff users as follows: ICO cloud computing guidance states that In order to target advertisements the cloud provider will need access to the personal data of cloud users. A cloud provider may not process the personal data it processes for its own advertising purposes unless this has been authorised by the cloud customer and the cloud customer has explained this processing to cloud users. Individuals have a right to prevent their personal data being used for the purpose of direct marketing. So a school would have to agree to the advertising and then would have a duty to explain to staff and pupils what personal data would be collected, how it will be used and by whom, and what control they have over the use of their data in this way. As there are obvious difficulties with schools deciding if children are competent enough to understand any explanation of their data being used for advertising, and to understand and exercise their right to object, without parental involvement it would seem sensible to avoid this in solutions for schools, especially where children are concerned. Page 20 of 30

21 Question Q 9.1 In providing the cloud service, is the default position that you enter into a legally binding obligation not to serve advertisements to any pupil or staff users via your school cloud service? Supplier Response Code Response Statement with Supporting Evidence (where applicable) Yes - no advertising is ever delivered to customers via our service Q 9.2 In providing the cloud service, is the default position that you enter into a legally binding obligation not to conduct any advertisement-related data mining in respect of pupil or staff data or metadata? Yes Q 9.3 In providing the cloud service, is the default position that you enter into a legally binding obligation never to use for any commercial purpose (or pass on to others) personal data or metadata in respect of pupil or staff users of your service? Yes Page 21 of 30

22 Page 22 of 30

23 Appendix 1: Availability and extent of support available to schools when using cloud software services. Table of Contents Section 1.0 Section Section 3.0 Section 3.1 Section 3.2 Section 3.3 Section 3.4 Section 3.5 Section 3.6 Section 3.7 Introduction Managing Worst Case Scenarios Key Support Areas Addressing Serious Incidents Supplier Responsibilities Solution Configuration Restoring Data Managing Media Attention Engaging with Child Support Agencies Engaging with the Wider School Community Page 23 of 30

24 Section 1.0 Introduction The Department for Education intends that schools who are considering the use of cloud based services should have easy access to information in relation to: Responsibilities in respect of Data Protection Act compliance. General guidance for schools can be found at The general levels of security inherent in the solutions offered by many of cloud service providers as compared to what might apply to their current arrangements this information is provided in the general guidance statements to be found at (hyperlink tba.gov) The data protection implications of using a particular supplier s cloud services addressed through the self-certification process detailed in the associated checklist document found above The normal support mechanisms available in respect of routine administrative or technical support issues this is addressed by inviting cloud service providers who are participating in the self-certification process to complete the statements summarising their routine support arrangements as above. The additional support that would be available in the unlikely event of some serious data-related incident related to the use by schools of cloud services this is addressed by inviting cloud service suppliers to indicate how they would respond to a number of specific challenges which a school might face in the event of such a serious breach or failure. Section 2.0 of this document sets out the rationale underpinning the need for greater clarity in the event of some serious data-related event. Section 3.0 sets out those areas where specific supplier commitments on additional support are invited. Page 24 of 30

25 Section 2.0 Managing Worst Case Scenarios Whilst there is much to be gained from adopting a cloud service platform, it is only prudent that schools should, as part of their overall risk assessment, and prior to deploying a cloud service, understand (in the event of a data-protection related worst case scenario ) the nature and extent of the support that would be forthcoming from a potential cloud service provider. It is also clearly in the interests of cloud service providers themselves to work with schools to address the technical, business, reputational and legal issues which would flow from some such incident, and which resulted in for example: A significant data loss flowing from a breach of security associated with the provision of cloud service A breach of privacy whereby confidential data was released to a person or persons not authorised to receive it A serious disruption to the school s business, educational or administrative processes The key headings that cloud service providers are invited to respond against are set out in Section 3. When responding to the various issues set out in Section 3, cloud service providers should draft their response assuming that the intended audience is non-technical senior staff in schools. Suppliers may, of course, make reference to supporting management or technical documents but the response provided here should go beyond referring to terms of service and should set out clearly and simply what additional support could be expected in the event of a data protection-related worst case scenario. Page 25 of 30

26 Section 3.0 Key Support Areas The key areas that cloud service providers are invited to respond against in respect of a serious incident are: Solution configuration Communicating serious breaches Supplier responsibilities Restoring data Managing media attention Engaging with the child protection agencies Engaging with the wider school community These are minimum suggested areas and suppliers are free to set out additional support capabilities which could be used in the event of a serious incident and which they feel will engender confidence in schools and differentiate the supplier in this competitive and growing marketplace. 3.1 ADDRESSING SERIOUS INCIDENTS Cloud service providers should as a minimum clarify in this area of their response: How schools should log any serious issues regarding the use of the service, providing as a minimum a UK phone number and support address. It is better to provide an indication of the individuals or roles that should be the first point of contact for example you should also contact our Head of Security phone number +44 (0) who will also make sure our education /public sector team at [xxx] is contacted. It would also be useful to cover all time scenarios out of hours, weekends etc. The nature of the support that might be available for example, is it limited to phone and/or or are there circumstances when on-site support might be required. How the cloud service provider might work with schools to address the consequences of the serious incident Whether in addition to contacting the incident support centre there are other resources that could be made available for example via online tools and resources, a partner ecosystem, a local public sector or education support team or identified escalation routes within the company that should be utilised. Supplier response: Since Redstor sells its services largely via a channel network, in the first instance, schools should contact their support provider. In the case of serious incidents, Redstor s support team can be ed at or contacted on This number is Page 26 of 30

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